Troubleshooting

Others cannot hear me.

1. Check that your microphone is not muted (the microphone button in the toolbar is not crossed out).
2. ⋮ → Settings → Audio – is the correct microphone selected? Does the indicator move when you speak?
3. Did you allow the browser to use the microphone? Click the lock / camera icon in the address bar, allow access, then reload the page.
4. Is another app using the microphone (Teams, Zoom, Discord)? Close it.

I cannot hear others.

• Check the system volume and the speaker selection in Settings → Audio; use Test sound.
• If you have both headphones and speakers, make sure the audio goes to the ones you are wearing.

Echo, howling.

• Echo is caused by a microphone picking up sound from speakers. Use headphones.
• Ask others to mute themselves when not speaking; the moderator can spot the culprit from the talking indicator.

Others cannot see me.

1. The camera button in the toolbar is not crossed out.
2. ⋮ → Settings → Video – is the correct camera selected?
3. Allow the browser to use the camera (the icon in the address bar), then reload the page.
4. No other app is using the camera.
5. For an external camera, try a different USB port.

I see “Waiting for the host…” and nothing happens.

• You can only enter a normal (protected) room after signing in. Click I am the host and sign in with eduID.
• If you have no eduID account, this is a room that a signed-in moderator must create first – wait for the meeting to start and reload the page.
• For a public room the sign-in happens automatically within a few seconds; if the dialog does not disappear, reload the page (F5).

eduID sign-in fails / the page keeps bouncing back.

• Try a different browser or a private window (blocked third-party cookies can break sign-in).
• Check that you are signing in under the correct home organization.
• If it persists, contact support with the time of the attempt and the organization name.

The room asks me for a password / PIN.

• This is a secured room. Enter the PIN from the organizer; it is case-sensitive. See Meeting rooms.

Choppy video, delayed audio, “weak connection”.

• ⋮ → Performance settings – lower the video quality or switch to audio only.
• Turn your own camera off when not speaking.
• Stop downloads and other apps that load the network; switch to a wired connection.

Screen sharing does not work / shows a black area.

• On macOS, allow the browser under Screen Recording in System Settings → Privacy & Security, then restart the browser.
• To share a video's audio, share a browser tab and tick Share audio (Chrome/Edge).

See Joining by telephone – Troubleshooting.

Contact service support (see Terms of service and privacy) and provide:

• the room name and approximate time,
• your browser name and version and operating system,
• what you did and what happened,
• ideally a screenshot of the error.

Connecting and using the service, for participants: PDF
Organizer's guide (rooms, moderating, telephone): PDF